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Millennia Mortgage TeleVantage Helps Company Increase Marketing ...

Source: www.vertical.com
Topic: Mortgage Marketing

Sort Desciption: TeleVantage Helps Company Increase Marketing Effectiveness. and Call Center Productivity. Millennia Mortgage a mortgage finance company in Laguna Hills ...

Content Inside: CUSTOMER CASE STUDY Millennia Mortgage TeleVantage Helps Company Increase Marketing Effectiveness and Call Center Productivity Millennia Mortgage a mortgage finance company in Laguna Hills California attracts most of its customers through direct-mail marketing and it works. Each day 7000 calls crowd the companys phone lines. The bulk of these calls are from potential customers looking for information about mortgage rates debt consolidation and mortgage refinancing. Tracking those calls to make sure customer service representatives talk to most (if not all) callers was impossible five years ago. The company was locked into an outdated proprietary phone system said Martin Williams Millennias CEO. The phone system administrator was unable to obtain data from the system on simple metrics such as how long service representatives spent interacting with customers or how long a customer was willing to wait on hold before hanging up. Williams knew this kind of information was critical to the further success of his company so he decided it was time for a new phone system that could capture pertinent business information and dramatically improve his companys interactions with prospects and customers. TeleVantage Provides Clear Return on Investment According to Williams the choice was easy. Verticals TeleVantage was user-friendly relatively inexpensive and easy to expand as his workforce grew. Most importantly TeleVantage allowed him to track calls and compile call reports in a comprehensive data format. We wanted to crunch the numbers so that we could make wise business assessments Williams said. TeleVantage gives the customer service managers the ability to analyze inbound calls and measure call center performance during peak calling times. TeleVantage can also measure the productivity of individual customer service representatives. After TeleVantage was installed Millennias call data indicated that a higher-than-expected percentage of callers became tired of ...

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